OverviewAbout the Role
The Chief of Staff to the Chief Customer Officer is a highimpact, strategic partner role at the center of a fastmoving Customer Experience organization. Acting as a forcemultiplier to the CCO, this role ensures tight alignment between strategy and execution across customer success, renewals, support, and professional services.The ideal candidate brings strong executive presence, sound judgment, and the ability to drive complex, crossfunctional initiatives while operating with discretion, data fluency, and full ownership of outcomes. This role is best suited for someone energized by ambiguity, trusted at the executive level, and motivated by building and scaling highperforming teams that deliver exceptional customer outcomes.
Responsibilities
What You'll Do
Executive Partnership
Serve as a strategic thought partner to the CCO, helping translate vision into coordinated action across the CX org
Prepare and manage executive communications including board-level updates, ELT briefings, QBRs, and All Hands content
Act as a proxy for the CCO in cross-functional meetings when needed, representing priorities and ensuring follow-through
Strategy and Program Management
Own and drive high-priority strategic initiatives from scoping through execution, often spanning multiple teams and stakeholders
Build and maintain operating rhythms for the CCO including leadership reviews, planning cycles, and standing reporting
Identify misalignment, process gaps, or execution risks early and bring them forward with proposed solutions
Cross-functional Coordination
Serve as the connective tissue between CX and functions including Finance, Product, Sales, and Marketing
Manage escalations and cross-team dependencies that require CCO-level visibility or decision-making
Build trusted relationships across the organization to extend the CCO's influence and drive results without direct authority
Communication and Storytelling
Draft and refine written materials that reflect the CCO's voice and meet the expectations of senior audiences
Synthesize complex, multi-source information into clear narratives and crisp recommendations
Ensure consistency and quality in how the CX org tells its story externally and internally
Qualifications
What We're Looking For
Experience
6 to 10 years of experience in a high-accountability role in or adjacent to Customer Success, CX, or SaaS go-to-market
Prior experience in a Chief of Staff, strategic operations, or executive office capacity, ideally supporting a C-suite leader
Exposure to renewals motion or commercial CS is a strong plus. If you've owned or influenced a renewal number, that matters here
Background in management consulting or revenue operations is relevant and welcomed
Skills and Attributes
Executive presence and communication: You write and speak with the confidence and clarity that senior audiences require. You know what belongs in a slide deck and what belongs in a conversation.
Strategic acumen: You can zoom out and see the whole board, then zoom in and manage the details. You connect dots across functions and anticipate where things are heading.
Program and stakeholder management: You run complex, cross-functional work reliably and without drama. You know how to influence without authority and keep things moving when you do not own the people.
Judgment and discretion: You handle sensitive information with care. You know when to move fast and when to slow down to get alignment.
Adaptability: You are comfortable working in environments where priorities shift and not everything is defined. You write the playbook when one does not exist.
What Success Looks Like
In the first 60 days, this person is embedded, trusted, and adding value. They understand the structure of the CX org, know the key stakeholders and their priorities, and have taken meaningful ownership of the high-priority initiatives. The CCO is spending less time on coordination and more time on the work only they can do.
By 3 months, this person is operating independently on most fronts. They are anticipating needs, not just responding to them. They have built credibility internally and are seen as a reliable extension of the CCO's office.
